Returns & Exchanges

Exchange or Return Policy

For Furniture:

If you are not completely satisfied with your purchase due to damage or incorrect items, you have 48 hours to correct it. Please get in touch with a member of our service team. We will gladly exchange, replace or repair, depending on what is required to correct the situation as soon as possible, upon presentation of the original receipt.

The item must be returned within 30 days of obtaining a Return Merchandise Authorization (RMA) number. Exchanged items are subject to 25% and Returned items are subject to 30% restocking fees. The customer pays for the return shipping fees. The item must be returned in original packaging boxes. If the item has been opened, then it must be re-packed in the original packaging to be accepted for a refund or an exchange. 

For Mattresses:

Our exchange policy allows for a one-time exchange on all new mattress purchases. if you need to return or exchange your mattress within the trial period, you only pay a $99 exchange fee and return shipping fee, plus or minus any price difference on the same or more advanced models or feel preference.

If you choose to exchange the same mattress model for a different feel, there could be no price difference, you would only pay the return shipping fee. If you choose to upgrade to a more advanced model, you will pay the return shipping fee plus the price difference. Should you choose to swap for a less expensive model, which results in the issuance of a store credit. No cash refunds will be provided for downgrades.

To facilitate an exchange, mattresses must be in their original packaging, including all product literature, original packaging materials, tags, and blank warranty cards. This ensures that the mattress is adequately protected and enables us to properly verify and identify the merchandise for a smoother exchange process. Once a mattress has been opened, MasterBedroom will not able to offer refunds. This policy is in place to maintain hygiene standards and uphold the quality of our mattresses.

Exchanged mattresses are not eligible for additional discounts, price matching, or promotional offers. Mattresses must be exchanged for a mattress of the same size as the original purchase and must be in satisfactory condition with no damage, stains, or scuffs.

Our exchange policy does not cover custom sizes, special order mattresses, or accessories such as bed frames, box springs, mattress protectors, or pillows. 

Do I require a Return Merchandise Authorization (RMA) number and How do I get one?

YES. A Return Merchandise Authorization (RMA) number must be obtained by email before any item is returned to the MasterBedroom. Please email any return authorization request to info@masterbedroomstores.ca. This applies to all RMAs regardless of the reason. 

If the return is approved, an RMA number will be emailed to the customer along with return instructions. The RMA number provided must appear clearly on the shipping label of the freights. The RMA freights will be subject to a restocking fee.

Order and Delivery protocol

There is a minimum 25% deposit required for in-store orders. Deposits are not refundable.

Please check your merchandise and sign in the presence of the MasterBedroom delivery team or third-party delivery company representative to indicate that your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damage, missing or incorrect pieces.

In cases where the furniture and mattresses have been delivered by the MasterBedroom delivery team if the product(s) arrives in damaged condition. We will take care of the issue immediately. 

In cases where the furniture and mattresses have been delivered by a third-party shipping company if the product(s) arrives in damaged condition, you should not accept delivery of the product(s) that have been shipped. In such a circumstance, the product(s) must be returned to the third-party shipper without accepting delivery. If there is any concealed damage found after taking the product out of its packaging, it is your responsibility to notify the MasterBedroom service team member regarding the damage within 48 hours of accepting the package. When notifying us about this issue, you must send us a picture of the actual damage via email so we can assess what needs to be done. MasterBedroom will immediately notify the third-party shipping company regarding the damage, and the third-party shipping company will investigate the shipment of those damaged products through their claims department. You will be responsible for storing the product(s) at the address where the items were delivered until the third-party shipping company's investigation through their claims department is complete. No need to worry, you will still get your refund within a reasonable time frame. For any other concerns with your order, please contact our service team member.

Please note that custom orders and additional service fees paid are non-refundable. This includes fees paid for in-room delivery, assembly service, and delivery beyond our standard shipping method.

Any item marked as "Floor model or Final Sale" at the time of the transaction is not covered by our exchange policy. All sales are Final. No refunds or exchanges.

At MasterBedroom, we are committed to providing a fair and straightforward exchange process to ensure our customers find the furniture and mattress for their needs while maintaining the highest standards of quality and service.